The transition to the Support at Home program has created unexpected payment delays across the in-home care sector, leaving many frontline workers waiting far longer than usual for income. What was meant to be a smooth shift from Home Care Packages has instead exposed administrative gaps and put financial strain on the workforce.
A major source of the backlog is the requirement for providers to submit one final consolidated HCP claim covering all services up to 31 October. With no chance to correct errors after submission, providers have been overwhelmed by last-minute invoices needing checks or amendments, diverting staff away from processing new SaH claims.
As a result, workers delivering services from 1 November onward report waiting weeks without payment, affecting essentials such as fuel, rent, and bills. For sole traders, these delays are especially difficult, adding pressure to an already stretched workforce.
Providers are working to clear backlogs, but the early stages of SaH reveal broader system issues. Better transparency, streamlined processes, and reliable digital tools like CareVision will be key to restoring confidence and supporting the carers who keep services running.